Costco mom and pop caring complements big-time operation
As companies grow bigger and more global, customer service in many quarters is feeling more like dealing with a caring mom and pop enterprise than a mega-company. That’s clearly the…
Category: Building Bridges
Taking stock of Costco’s COVID-19 customer service
Amid COVID-19 retail carnage, Costco is managing to weather the storm well so far according to recent stock reports and recommendations. Its legendary customer service likely is leading the pack…
Pandering to rule-breakers defeats greater customer service objectives
Amid COVID-19, mask wearing has become a huge political football. As a matter of common sense and exercising critical thinking skills, wearing a mask is not about politics. It’s about…
Robust employee training benefits all customers and preferences
Robust employee training benefits all customers and preferences by improving overall productivity, performance and attitude. Its positive impact cuts across all political, economic and social lines. Better-trained employees serve customers…
Divisive times dictate viewing customer service through a new lens
Customer service isn’t one-size-fits-all. While there are some policies that merit universal application, such as listening to and acting upon customer concerns in a caring and substantive way, preferences can…
COVID-19 transforms customer service across the board
Centuries ago, the customer service “universe” existed of how far you could walk to do business. While choices were fewer, so were complications. Today, customer service challenges exist across…
Tale of functional and dysfunctional medicine reveals abysmal customer service gaps
In search of a qualified functional medicine specialist with whom I could partner to improve my health, I discovered a huge abyss of customer service attitudes. The first candidate…
COVID crisis highlights customer service Catch-22
There’s been a lot of talk about over-communicating with customers during COVID to make sure they know they’re acknowledged and cared about. However, there are definite exceptions—in this case it…
